We now offer free return postage for your convenience

(for orders made 28/05/2026 and after).

1. Rather than increasing the cost of every dress to cover returns, we offer a complimentary returns label on eligible UK orders.

2. All items are refundable if returned to our warehouse within 21 days of delivery. Once fully inspected and approved as restockable, refunds will be processed. This policy is non-negotiable.

Returns made after 21 days and before day 28 will be issued a credit note only, valid for 365 days. We do not accept items back after 28 days.

Your tracking will confirm when your parcel has arrived at our warehouse.
We do not send separate confirmation emails for received returns.

Please only contact us regarding your refund if more than 14 days have passed since your return was processed.

All refund details are clearly outlined in:

• Every product page on the website
• Your purchase confirmation emails
• Returns portal emails
• The returns portal
• The paperwork included in your parcel

3. We believe in transparent pricing. A small £5 warehouse processing fee per order is deducted from refunded returns to help cover the cost of receiving, inspecting, steaming, quality-checking, and carefully repacking dresses back into our warehouse.

Exchanges and store credit returns are processed free of charge.

Sale Items

We no longer can offer refunds or exchange on sale items.

Details are clearly outlined in:

• Every product page on the website
  
• The returns portal
  

Our Kindness Policy 🤍

At Lilly + Bo, we believe kindness, respect, and understanding are essential in every interaction.

We are a small, family-run business that has proudly served our customers for over 11 years. Behind every order is a real person who genuinely cares about creating beautiful products and providing fair, transparent service.

We welcome feedback and understand that sometimes things do not go perfectly. We are always happy to help when concerns are raised respectfully and constructively.

We kindly ask that all communication remains:

• Polite and respectful
• Free from abusive, aggressive, or threatening language
• Focused on resolving concerns rather than placing blame

We reserve the right to pause or end communication where conversations become hostile, personal, or distressing to our team. This helps us maintain a safe and positive environment for everyone involved.

Kindness goes both ways — and when it is present, we will always do our very best to help.

Refund Processing

Refunds are processed within 14 days of receiving and processing your return.

Please note:

• The 14-day period begins once the return has been processed through our warehouse
• This may not be the same date shown as delivered on your tracking

Condition of Returned Items

All items must be returned in their original condition: unworn, unused, unwashed, and free from marks, odours, pet hair, makeup, fake tan, damage, or any other signs of wear.

Items returned in a used, dirty, altered, damaged, or unsuitable condition will not be eligible for a refund or exchange and will be returned to the customer at the customer’s expense.

Any item that has been dry cleaned, washed, repaired, altered, or otherwise treated after delivery will also be deemed unsuitable for return.

For hygiene and quality control reasons, we cannot resell worn or used occasionwear to other customers.

Exchanges & Restocking Fee

A £5 restocking fee applies to all refunds.

Faulty Items

If your item arrives faulty:

• You must notify us within 48 hours of delivery
• We will cover all return shipping costs
• Once confirmed, we will arrange a replacement or full refund

Items claimed as faulty remain the responsibility of the customer until received and assessed.

Incorrect Items Sent

If an incorrect item has been received, it must be returned within 21 days to be eligible for a refund or replacement.

Multiple Dress Orders

If purchasing multiple items and one becomes out of stock, any delivered items remain subject to the standard 21-day return policy from their delivery date.

Important Information

• We do not collect returns from lockers
• All returns must be sent directly to our warehouse
• Our warehouse is not customer service. If you wish to speak to a customer service agent, please contact us here...